Customer Success Manager

At Alida, we are building a world-class, next generation customer experience platform that is enabling brands to listen to their customers, gain deep insights, and drive loyalty.

In this role based in London, UK you will champion the power of our platform to help organizations build better products, deliver better services and achieve better outcomes. You are the day-to-day contact for our customers and are responsible for driving customer adoption and success, educating them on best practices that enable them to drive stronger and more engaged customer relationships through our platform. Beyond the day-to-day, you will be supporting our customers by inspiring them to think about how our platform can support their broader business needs (profiling their customers, developing strategic marketing content, delving deeper into new product opportunities or customer loyalty). And, don’t worry, we will train you on making these connections. Take a look below at the skills we want you to have.

Job Responsibilities

Account Management

• Develop and manage value-based relationships with roughly 10-15 customers
• Maintain a real time understanding of your customers and their adoption of our platform
• Develop and maintain, in collaboration with your customers, Success Plans as the blueprint for achieving the customers objectives
• Perform regular (weekly, monthly and quarterly) reviews with customers on goals, challenges, insights and opportunities.
• Uncover risk, or latent or unexpressed needs by leading discovery sessions, asking probing questions and defining a long term account plan for growth. Identify expansion opportunities
• Identify opportunities to cross-sell and upsell customers on additional solutions
• Working with sales (Renewal and Expansion Manager) to grow outside of your day to day contact and create new relationships with new stakeholders or individual business units
• Be the leading advocate for our solutions within the customer organization

Inspire your customers to think strategically about how our platform can support their business needs

• Understand the customer organization and how our solutions can support them build stronger engagement and intelligence with their customers
• Enable customers on best practices, and the use and benefit of our solutions to ease the adoption of our platform

Act as key point of contact for customer relationships

• Welcome and engage Alida customers at strategic and tactical levels to map customer business goals to solution outcomes delivered through our solution
• Provide superior service and support that delights our customers
• Proactively look for risk indicators and get ahead of potential issues.
• Escalate where needed, and follow-up promptly to ensure customer expectations are exceeded Be the leading customer advocate within Alida
• Work in unison with other Alida team’s (sales, support, services, etc.) to deliver a world class customer experience
• Champion on behalf of your customers for improvements and advancement of our solutions
• Identify customer adoption challenges, CSAT risks and other indicators of churn risk
• Develop and manage remediation plans to alleviate customer challenges Thought Leader on CS internally and externally in the organization
• Collaborate within Alida to identify opportunities to develop resources that advance our solution adoption and success of our customers
• Develop assets that assist with customer enablement (blogs, video’s, best practices, etc.)

Desired Skills and Experiences

• Post-secondary educational degree
• An Enterprise SaaS background from a fast-growing SaaS company is ideal for this role
• Minimum 4 years of experience in customer success, business development, management consulting or account management, or similar role
• Post sales software experience as a CSM or Account Manager is highly desirable
• Proven ability to work in a high energy and fast paced environment with cross-functional teams (Sales, Product, Marketing etc.)
• Ability to manage and be accountable for your book of business
• Excellent time management, organizational, and problem-solving skills
• Strong initiative and drive to innovate
• Ability to sell ideas and concepts
• Strong leadership skills
• Excellent written and verbal communication skills with strong attention to detail
• Professional (even dynamic) presence, presentation and public speaking skills.
• Gravitas, able to speak confidently in front of senior c-suites and/or larger groups to gain credibility
• Strong aptitude and passion for technology and ability/desire to learn new software
• Proficient with Microsoft Office (PPT, Word, Excel) including skills for the formatting and creative visual display of information
• Ability to work in a team environment as well as independently